“Joanne is a young Army Veteran who is looking to make use of her GI Bill Benefits and apply for federal student loans to attend college.
In trying to access the federal programs which will allow her to afford college, Joanne must navigate the websites of multiple agencies. She finds dozens of government websites which all seem relevant to what she’s looking for. Joanne is confused. Are these programs related to each other? Are they even all a part of the federal government? Are any of these a scam? When she tries to access the sites on the bus on her commute to work, she finds half of them are impossible to use on her phone. She’s overwhelmed by how hard these tools are to use, misses opportunities she’s eligible for, and feels frustrated and isolated.
Joanne is not alone. When the American people go online to access government services, they’re often met with confusing navigation systems, a cacophony of visual brands, and inconsistent interaction patterns.”
"To best serve users like Joanne, we need to set a new bar for simplicity and consistency across government services, not just within a given agency or program."
18F wrote a fantastic case study to showcase WHY it's so important to create unified and thoughtful design for the US Government. Great work.
